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I have problems with the game, I tried to close my account and the casino does everything impossible to not be able to close it, this time it asks me for photos of my identity card, and others where I appear posing, being that I am a pseudo-gambling person, I do not recommend it, very bad responsible gaming standards.

tengo problemas con el juego , trate de cerrar mi cuenta y le casino hace todo lo imposible para no poder cerrarla , en esta ocasión me pide fotos de mi cédula de identidad , y otras donde salga yo posando , siendo que soy una persona seudo ludópata , no lo recomiendo , muy malos estándares de juego responsable .

Dear Alejandro1985,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

LIMITED ACTIVITY

Loss limit allows a player to set the maximum loss limit for the selected period. There is always the possibility to change the loss limit, but it takes effect accordingly:

1. Changing the limit to more restrictive is effective immediately

2. Changing the limit to less restrictive is effective 48 hours after the change.

Write to [email protected] to self-exclude.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings MiCasino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

Dear Alejandro1985,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Along with saying hello, the casino does not allow you to close the account by any means. I have already lost a lot of money. Responsible gaming policies are void.

Junto con saludar , el casino no permite cerrar la cuenta por ningún medio . Ya he perdido mucho dinero . Las políticas de juego responsable son nulas .

I want to withdraw the complaint, because effectively one can self-exclude by sending some documents, to date I have not self-excluded, I am waiting for a profit to be paid to me today. thanks for your help

Deseo retirar la queja , pues efectivamente uno puedo auto excluirse enviando unos documentos , a la fecha no me he auto excluido , estoy a la espera que se me pague una ganancia hoy . Gracias por su ayuda

Do I understand correctly that you have a pending withdrawal? Would you like to keep this complaint open until you receive your winnings?

They paid me, so everything is ok. Thank you so much

Me pagaron , por tanto esta todo ok . Muchas gracias

They paid me, so everything is ok. Thank you so much

Me pagaron , por tanto esta todo ok . Muchas gracias

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Alejandro1985, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru